Log Collection

These commands prompt the user to specify a secure FTP (SFTP) server location to which the files will be downloaded.

To obtain logs:

Install log: file get install desktop-install.log Use this command to see the installation log after the system is installed. This log is written to the SFTP server and stored as a text file written to this path: <IP Address>\<date time stamp>\install\desktop-install.log

Desktop logs: file get activelog desktop recurs compress Use this command to obtain logs for the Finesse web applications. This command uploads a zip file that contains the following directories:

webservices: This directory contains the logs for the Finesse backend that serves the Finesse REST APIs. The maximum size of an uncompressed desktop log file is 100 MB. This directory holds a maximum of 300 log files. After a log file reaches 100 MB, that file is compressed and a new log file is generated. Output to the last compressed desktop log file wraps to the log file created next. The log file wrap-up duration can vary, based on the number of users on the system. Timestamps are placed in the file name of each desktop log.

desktop:This directory contains logs from the Finesse Agent Desktop gadget container that holds the Finesse desktop gadgets. Any container-level errors with Finesse Agent Desktop will appear in these log files.

admin: This directory contains logs from the Finesse Administration gadget container that holds the administration gadgets. Any container-level errors with the Finesse Administration Console appear in these log files.

clientlogs: This directory contains the client-side logs submitted from the Finesse Agent Desktop to the Finesse server. Each log file is no larger than 1.5 MB and contains a timestamp and the agent ID of the agent who submitted the file. A new log file is created each time an agent submits client-side logs (the data is not appended to an existing log file). The maximum size of this directory is 100 MB. When the directory reaches 100 MB, the oldest files are deleted to keep the size below 100 MB.

These logs are stored to the following path on the SFTP server: <IP address>\<date time stamp>\active_nnn.tgz , where nnn is timestamp in long format.

Servm log: file get activelog platform/log/servm*.* compress Use this command to obtain logs generated by the platform service manager that manages the starting and stopping of the Finesse services. The desktop and servm logs are compressed to one set of files. These logs are stored to the following path on the SFTP server: <IP address>\<date time stamp>\active_nnn.tgz , where nnn is timestamp in long format.

Platform Tomcat logs: file get activelog tomcat/logs recurs compress These logs are stored to the following path on the SFTP server: <IP address>\<date time stamp>\active_nnn.tgz , where nnn is timestamp in long format.

VOS install log: file get install install.log These logs are stored to the following path on the SFTP server: <IP address>\<date time stamp>\active_nnn.tgz , where nnn is timestamp in long format.

Note

Log collection may fail when you use the compress flag if there are a lot of log files. If collection fails, run the command again without the compress flag.

Cisco Security Agent

Run the following command to disable Cisco Security Agent (mandatory): utils csa disable

You must run this command after installation is complete to disable Cisco Security Agent (CSA). CSA prevents some Finesse operations.

Cisco Finesse HTTPS Redirect

Enable Cisco Finesse HTTPS Redirect to enforce HTTPS to access the Finesse Desktop and Administration Console. If Cisco Finesse HTTPS Redirect is enabled, agents and supervisors who attempt to access the desktop with HTTP are redirected to HTTPS. Administrators who attempt to access the Administration Console with HTTP are also redirected to HTTPS.

If Cisco Finesse HTTPS Redirect is disabled, the desktop and the Administration Console can be accessed with HTTP or HTTPS.

To retrieve the status of Cisco Finesse HTTPS Redirect: utils finesse application_https_redirect status This command displays whether Cisco Finesse HTTPS Redirect is currently enabled or disabled on the system.

To enable Cisco Finesse HTTPS Redirect: utils finesse application_https_redirect enable You must stop the Cisco Tomcat Service before you can enable Cisco Finesse HTTPS Redirect. You can use the following command to stop this service: utils service stop Cisco Tomcat. If the Cisco Tomcat Service is not stopped, the command to enable Cisco Finesse HTTPS Redirect fails. This command also fails if Cisco Finesse HTTPS Redirect is already enabled. After you enable Cisco Finesse HTTPS Redirect, start the Cisco Tomcat Service using the command utils service start Cisco Tomcat.

To disable Cisco Finesse HTTPS Redirect: utils finesse application_https_redirect disable You must stop the Cisco Tomcat Service before you can disable Cisco Finesse HTTPS Redirect. You can use the following command to stop this service: utils service stop Cisco Tomcat. If the Cisco Tomcat Service is not stopped, the command to disable Cisco Finesse HTTPS Redirect fails. This command also fails if Cisco Finesse HTTPS Redirect is already disabled. After you disable Cisco Finesse HTTPS Redirect, start the Cisco Tomcat Service using the command utils service start Cisco Tomcat.

Finesse Services

To view, start, or stop services:

To retrieve the status of services: utils service list This command retrieves a list of all services and their status. Services are shown in one of the following states: STOPPED, STARTING, or STARTED. STOPPED means the service is not running. STARTING means the service is starting operation and performing any necessary initialization. STARTED means the service has successfully initialized and is operational.

To start a service: utils service startservice name This command starts the named service.

To stop a service: utils service stopservice name This command stops the named service.

To start Cisco Tomcat: utils service start Cisco Tomcat

To stop Cisco Tomcat: utils service stop Cisco Tomcat

To restart Cisco Tomcat: utils service restart Cisco Tomcat

Note

If a Cisco Finesse service-related problem exists, we recommend a restart of a Finesse service as a last resort. Most service-related problems cannot be corrected by restarting a service. Restarting A Cisco DB is never recommended.

Cisco Finesse Notification Service Logging

To view the status of, enable, or disable Cisco Finesse Notification Service logging:

To retrieve the status of Cisco Finesse Notification Service logging: utils finesse notification logging status This command displays whether Cisco Finesse Notification Service logging is currently enabled or disabled on the system.

You must stop the Cisco Finesse Notification Service and the Cisco Tomcat Service before you can enable Cisco Finesse Notification Service logging. You can use the following commands to stop these services: utils service stop Cisco Finesse Notification Service and utils service stop Cisco Tomcat.

If these services are not stopped, the command to enable Cisco Finesse Notification Service logging fails. This command also fails if Cisco Finesse Notification Service logging is already enabled.

You must stop the Cisco Finesse Notification Service and the Cisco Tomcat Service before you can disable Cisco Finesse Notification Service logging. You can use the following commands to stop these services: utils service stop Cisco Finesse Notification Service and utils service stop Cisco Tomcat.

If these services are not stopped, the command to disable Cisco Finesse Notification Service logging fails. This command also fails if Cisco Finesse Notification Service logging is already disabled.

For information about collecting Cisco Finesse Notification Service logs, see Log Collection.

Upgrade

Upgrade-related commands are grouped under utils system upgrade.

To initiate an upgrade: utils system upgrade initate

This command allows you to install upgrades and Cisco Option Package (COP) files from both local and remote directories.

To cancel an upgrade: utils system upgrade cancel

Remote Account Management

Run the following command to enable, disable, create, and check the status of a remote access account: utils remote_account

A remote account generates a pass phrase that allows Cisco support personnel to get access to the system for the specified life of the account.

utils remote_account create account lifeaccount is the account name. life indicates the life of the account in days.

utils remote_account disable

utils remote_account enable

utils remote_account status

Replication Status

To check replication status, run the following commands on the primary Finesse server:

utils dbreplication status This command runs the replication status check in the background.

utils dbreplication runtimestate This command returns the replication status on both the primary and secondary Finesse servers.

Check the RTMT counter value for replication. If all nodes in the cluster show a replication status of 2, replication is functioning correctly.

Figure 1. Replication status

If the RTMT counter value for replication status is 3 or 4 for all nodes in the cluster, replication is set up but an error occurred and replication is not functioning properly.

Run the command utils dbreplication status and check the output.

If mismatched rows appear in the output file, run the command utils dbreplication repair all from the primary Finesse server.

If any node shows any replication value other than 1 or 2, replication is not set up correctly and you must reset replication for that node.

If the majority of the nodes show a replication value of 0 or 1, run the command utils dbreplication reset all from the primary Finesse server.

3rdpartygadget Account

The 3rdpartygadget account is used to upload third-party gadgets to the Finesse server. Before you can use this account, you must set the password.

Note

If you plan to upload third-party gadgets to the Finesse server, you must have a developer support services contract. For more information about uploading third-party gadgets, see the Cisco Finesse Web Services Developer Guide.

Run the following command to set or reset the password of the 3rdpartygadget account (where password is the new password for the account):

utils reset_3rdpartygadget_passwordpassword

Note

Passwords cannot contain spaces or double quotes.

How Do I Uninstall?

You cannot uninstall software in a virtual environment. You can delete the VM and re-add it.

You do not need to uninstall a previous version of Finesse before you perform a fresh installation. The Finesse server has two partitions: Active and Inactive. When you perform a fresh installation of Finesse, it installs on the Active partition. If a previous version is installed, the new version overwrites it.

How Do I Upgrade?

Run the command utils system upgrade initiate. For more information, see Upgrade.

Ports used for Cisco Finesse

Server or Application Protocol

Server Protocol/Port

Remote Protocol/Port

Remote Device

Purpose

Cisco Platform Tomcat

TCP 443, 8443

ANY

for example, browser

Secure Port used by Finesse Administration Console

Secure Port used by Finesse Agent Desktop

Cisco Platform Tomcat

TCP 80, 8080

ANY

for example, browser

Finesse Web Services

Finesse Administration Console

Finesse Desktop Modules (gadgets) with Finesse Agent Desktop

Finesse database (JDBC)

TCP 1545

ANY

SQL client (for example, SQuirreL)

Finesse API and Administration

Openfire

Foundation used to make JDBC connections with Informix

Notification Service XMPP

TCP 5222

ANY

XMPP nonsecure

Notification Service XMPP secure

TCP 5223

ANY

XMPP secure

Notification Service BOSH

TCP 7071

ANY

BOSH nonsecure

Notification Service BOSH secure

TCP 7443

ANY

BOSH secure

System Service

TCP 22

ANY

SFTP and SSH access

System Service

UDP 123

ANY

Network time sync

Network and system services used for Cisco Finesse

To view the platform TCP/IP services, UDP services, and Unix domain sockets used by Cisco Finesse, access the CLI using the Administrator User credentials and enter the following command:

show network all detail

To view the system services used by Cisco Finesse, access the CLI using the Administrator User credentials and enter the following command:

utils service list

The following services are enabled by default when Finesse starts. These services are essential for product operation and should not be disabled.

A Cisco DB

A Cisco DB Replicator

Cisco AMC Service

Cisco Audit Event Service

Cisco CDP

Cisco CDP Agent

Cisco CallManager Serviceability

Cisco CallManager Serviceability RTMT

Cisco Certificate Change Notification

Cisco Certificate Expiry Monitor

Cisco DRF Local

Cisco DRF Master

Cisco Database Layer Monitor

Cisco Finesse Notification Service

Cisco Log Partition Monitoring Tool

Cisco RIS Data Collector

Cisco RTMT Reporter Servlet

Cisco Syslog Agent

Cisco Tomcat

Cisco Tomcat Stats Servlet

Cisco Trace Collection Servlet

Host Resources Agent

MIB2 Agent

SNMP Master Agent

SOAP -Log Collection APIs

SOAP -Performance Monitoring APIs

SOAP -Real-Time Service APIs

System Application Agent

What Accounts and Passwords Are Defined During Installation?

During the installation, you specify three passwords: the Administrator User, the Application User, and the database access security password. All three must start with an alphabetic character, must be at least six characters long, and can contain alphanumeric characters, hyphens, and underscores.

The Administrator User account These are the credentials you enter to access the CLI.

The Application User account These are the credentials you enter to access the Cisco Finesse Administration Console.

Database access security password Keep a record of this password; you will need to use it if you replace or add a server in the future or if you want to replace the old security password with a new one.

Important:

If the username for the Administrator User account is not administrator (all lower case), the following CLI commands will fail and hang at a password prompt:

utils finesse application_https_redirect*

utils finesse notification*

utils reset_3rdpartygadget_password

The current console session is locked until the system is rebooted. If you are connected directly to the system, you can press Alt + any function key (F1-F6) to open another console (for up to 6 separate console sessions).

If you are connected through SSH, you can disconnect and then reconnect to open a new session.

If you entered a username other than administrator for this account during installation, you can create an additional CLI account with the username administrator. This account provides limited access to CLI commands and can run the preceding commands without locking the session.

To create this account:

Sign in to the CLI using the credentials for the Administrator User account that you created during installation and run the following command: set account name administrator

Select 1 for the privilege level at the prompt and press Enter.

Type a password for the new account and press Enter.

You can then sign in to the CLI using this new account to run the preceding commands.

What If the Installation Fails?

If the installation fails, a screen appears that asks if you want to copy diagnostic information to a device.

Figure 2. Installation Failed screen

In this situation, you must reinstall from the beginning, but not until you attach a serial port to the VM. You dump the install logs into the serial port of the VM.